Posted Oct 26, 2022 267 views
dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud’ provider. While we have evolved over the years, our core philosophy remains centered on security and transparency, and as such our innovative solutions can be tailored to the unique needs of many businesses and industries.
At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 500 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our most significant and most valued assets.
Our perks and benefits package includes:
- Health insurance for our employees' immediate family members inclusive of their parents, which covers OPD, as well as IPD
- an effective provident fund policy along with EOBI facilities
- entitlement for paid leaves
- Pay Raises & Paid Training
We are presently searching for highly motivated candidates, with the will and determination to strive under pressure, and the innate ability to evolve and keep up with the emerging technologies in the industry.
JOB DESCRIPTION:
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our global service desk support agents. The QA Analyst will monitor inbound and outbound call, email, and chat responses to assess the associate’s demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training and support materials as needed to enhance the overall experience of ATSG’s clients.
- Participates in monitoring phone, email, and chat client contacts and ensuring quality standards.
- Uses quality monitoring scorecards to compile and track the performance of team members.
- Adapts to process changes identified based on client needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Participates in call calibration sessions for service desk staff.
- Provides feedback to global service desk team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Performs other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
- 2-3 years of Call Center Experience
- Bachelor’s degree a plus
- Excellent verbal, written, and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Must be a self-motivator and self-starter;
- Focus on quality and customer service;
- Exceptional listening and analytical skills;
- Excellent time management skills;
- Must be able to interact with people at all levels within the organization effectively;
- Must be proficient in following technical processes and documentation;
- Ability to multitask and successfully operate in a fast-paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Must be proficient with Microsoft Office and Excel
Experience using Service Now as an ITSM platform is a plus;
Job Details
Diversity Inclusion:
Work Environment
Supervisor’s gender:
Percentage of female coworkers:
dinCloud Pakistan (Private) Limited
dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency, and as such our innovative solutions can be tailored to the unique needs of many businesses and industries. At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 150 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.
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